DSP Support Specialist, WW DSP Help

AI in this role

We are seeking experienced associates to handle incoming customer cases requiring immediate attention. This is a hands-on execution role where you will review, triage, and resolve complex or persistent unresolved cases by either responding directly to customers or routing cases to the appropriate teams. Associate will have to independently reach out to the subject matter experts to coordinate the resolution.
Key Responsibilities
1. Review Incoming Cases - Monitor and review open cases and complex customer inquiries as they are received in the queue
2. Triage and Route Cases - Assess case complexity and urgency, then route cases to the appropriate resolution teams or escalation paths when needed
3. Respond to Customers - Directly respond to customer inquiries with accurate resolutions, following established SOPs and case handling guidelines
4. Resolve Complex Cases - Handle escalated or complex cases that require additional research, judgment, or cross-functional coordination. Independently reach out to the SMEs to coordinate the resolution
5. Document Case Actions - Maintain accurate case notes, resolution details, and routing decisions for quality tracking and continuous improvement
6. Update and/or Improve SOPs based on cases handled, ensuring accuracy, clarity, and alignment with current best practices

Required Qualifications
• 4+ years customer service or case management experience
• Strong written communication skills for customer-facing responses
• Ability to quickly assess case complexity and make routing decisions
• Experience working in high-volume, fast-paced environments
• Attention to detail and commitment to quality outcomes
• Comfortable working independently with minimal supervision
Preferred Qualifications
• Experience with case management systems or ticketing platforms
• Background in operations or logistics environments
• Familiarity with SOP-driven resolution processes
• Problem-solving skills for non-standard cases

Basic qualifications

- Bachelor's degree or equivalent work experience in Business, Operations, Logistics, Supply Chain or a related field

Preferred qualifications

- Experience working with the MS Office suite (Word, Excel, Outlook) and/or SQL in a professional environment
- Speak, write, and read fluently in English

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

How we score this

DSP Support Specialist, WW DSP Help at Amazon scores 31 out of 100 for how much of the daily work is AI. That makes it AI Level 1 of 4 (Little AI). The level is about AI in the job, not seniority.

Classification

AI Level 1. The work itself involves no AI, or AI only appears as scenery, such as a company tagline.